What to Check If Your eSIM Order Isn’t in Your Account

Last updated: November 12, 2026

You bought an eSIM, but when you open your My Account page, the order isn't there. It's easy to worry that the purchase didn't go through. In most cases, the cause is that the email address you used at checkout is different from the one you're currently signed in with. The order hasn't disappeared. It's saved in a different account. This article walks you through the checks in an order that's easy to follow.

What are the main reasons a purchased order doesn't show up?

In most cases, the order hasn't gone missing. You're looking at a different account. In Bloomy, orders are saved to the account of the email address you were signed in with during checkout.

For example, if you pay with PayPal, the email address registered with PayPal is recorded on the payment side. If that email differs from the one you used to sign in when you bought, signing in with your PayPal email may open a new account with no orders. That's when your account page looks empty.

* The table above is a general guide. For individual orders, please check your My Account page or contact support.

Which plan fits this trip?

Tell us where and for how long. We suggest the eSIM that fits: not too much, never too little.

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Bloomy, our support AI, answers from real plans and current prices.

Five steps to check first

1. Look for the “eSIM is ready” email

After purchase, you'll receive an email letting you know your eSIM is ready. Search your inbox for “Bloomy” or “eSIM,” and also check your spam and promotions folders. This email includes a link to set up your eSIM and a button to go to your My Account page.

2. Note the address the email was sent to

The address that received the email may not be the one you normally sign in with. Keep track of the address that received it and the address you used to sign in at checkout separately.

3. Sign in again with the email you used at checkout

Sign in to your My Account page with the email address you used when you bought. Your order is in that account. Signing in with other emails may create an empty account, but it won't affect your original order.

4. Look at the notice at the top of My Account

If you signed in with your payment email but no order appears, a notice shows up at the top of My Account. It displays a partly hidden address, such as “Your order is in the account for xx***@gmail.com,” which hints at the email to sign in with. This notice is available in 7 languages.

5. If you still can't find it, contact support

If the steps above don't help, please reach out through our contact form. Including a few details will help us check your order faster.

When your payment email and sign-in email are different

When your payment email and sign-in email differ, the eSIM ready email is sent to both addresses (customer emails only). Previously, it was sent only to the payment address, which could make it hard to tell where your eSIM was.

We've also updated our AI chat. When an order isn't immediately found, it no longer says “there are no orders.” Instead, it asks whether you signed in with a different email and shows the masked address. It never moves orders from other accounts or shows someone else's orders. Feel free to try it.

Who this method is best for, and who should try something else

• Good fit: people who paid through an external service such as PayPal, people who use several email addresses, and people opening My Account for the first time after purchase
• Better to take a different approach: people who didn't receive an eSIM email at any address, or who closed the window before the payment confirmation screen appeared. In these cases the order may not have been finalized, so please contact support.

Details to include when you contact support

• Approximate date and time of purchase (and time zone, if you know it)
• Plan name (country, data amount, number of days)
• Payment method (card, PayPal, etc.)
• The email address you think you were signed in with at purchase
• The address that received the eSIM email (or a note that none arrived)

Please don't include passwords, card numbers, or other sensitive information in your message.

Preventive steps for your next purchase

• Before buying, note which email address you're signed in with
• If your PayPal email is different, write down the email you used at checkout
• After purchase, save the eSIM email right away and label it “Bloomy” so it's easy to search
• Before your trip, review the setup flow once. On the setup guide, you can see how to tap the setup link in your email, add the eSIM by following the on-screen instructions, and turn on the line once you arrive at your destination.

If you run into trouble during setup, the troubleshooting guide for connection issues may help.

Important: eSIMs are for data only

Bloomy eSIMs are generally data-only. App-based calls that use data, such as WhatsApp, Messenger, and FaceTime, work as usual. What doesn't work is calling and texting over phone numbers (voice calls and SMS). If you need SMS verification, consider other options, such as keeping a home-country SIM for SMS.

Before you buy: good to know

If you want an eSIM that fits your destination, data amount, and number of days, you can search by country, data amount, and duration on the eSIM comparison page. Available plans and terms may vary by country or region, so please check the latest listings before purchasing. You can check your order after purchase from My Account. You'll also find answers to common questions in our FAQ.

Summary

If you can't see your order, first try signing in with the email address you used at checkout. In most cases, the order is still saved in that account. If you're still unsure, contact support. Include your plan name, purchase date, and email address, and we'll check it with you.

* This article reflects information as of November 2026. Screens and specifications may change.